V2 Rubric Detail — b1a9308c-6c3d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 00:19
Duration
99m 24s
Contact
Mary L Snider
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication0.00/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall33.2% (+11.2)

V2 Grader Summary

The agent demonstrated ownership and attempted troubleshooting but committed critical technical errors (incorrect band claim, wrong IP/password) and omitted required diagnostic steps (modem test). Poor communication and high customer effort undermined progress, resulting in a partial resolution without confirmed fix.

V1 Case Analysis

Customer reports slow Wi-Fi on MX2000 mesh. Agent attempted UI access, incorrectly instructed manual firmware reflash via .img file, changed SSID settings, and failed to resolve issue. Router ended in solid red state. Advised to monitor and call back if issues persist.

Troubleshooting Steps
  • Attempted to access router UI via myrouter.local and 192.168.1.1
  • Checked firmware version (1.1.72) and claimed it was up-to-date
  • Incorrectly instructed manual firmware reflash using .img file
  • Changed SSID names to separate 2.4 GHz and 5 GHz networks
  • Rebooted modem and parent node after firmware reflash attempt
Key Observations
  • Agent never performed the recommended ISP-direct speed test or wired-to-modem test, skipping the primary isolation step per KB guidance (universal_speed_performance.md, universal_isp_modem_diagnostics.md).
  • Agent provided multiple incorrect technical instructions: wrong URLs (192.168.0.1), default credentials (admin/123), and unsupported manual firmware reflash procedure.
  • Agent caused router to enter solid red state (error condition) after incorrect firmware reflash attempt, worsening the issue (velop_wifi_connectivity.md).
  • Call flow was highly inefficient with repeated loops, long silences, and lack of clear next-step guidance.
  • Agent failed to collect serial number or discuss warranty status despite performing advanced troubleshooting.
Positive Highlights
  • Agent correctly identified the product model (MX2000) early in the call (transcript [04:00]).
  • Agent confirmed firmware version (1.1.72) and correctly noted it was up-to-date (transcript [11:00]).
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow: skipped ISP/WAN isolation (Step 1 in universal_speed_performance.md and universal_isp_modem_diagnostics.md).
  • Provided incorrect URLs: http://192.168.0.1 and https://192.168.0.1 are invalid; correct local access is http://192.168.1.1 or http://myrouter.local (adjacent_connecting_devices.md).
  • Provided wrong default credentials: MX2000 does not use admin/123; credentials are set during setup (adjacent_connecting_devices.md).
  • Instructed unsupported manual firmware reflash via .img file: this is not a customer-facing procedure and can brick the device (velop_wifi_connectivity.md).
  • Failed to collect serial number or verify warranty status before performing advanced troubleshooting.
  • Caused router to enter solid red state (error) after incorrect reflash, worsening the customer's issue (velop_wifi_connectivity.md).
  • Repeatedly failed to guide customer back to correct UI, leading to confusion and multiple failed login attempts.
  • Did not validate whether speed issue was due to ISP, router, or environment; skipped wired speed test and placement check (universal_speed_performance.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent performed firmware reflash and SSID separation but ended with 'just observe your connection' without confirming resolution of the original speed issue.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent conducted firmware update, speed tests, and band separation but skipped critical isolation steps like direct modem testing and wired speed comparison.
R3 Partially Met Correct resolution path conf 86%
Agent attempted best-effort troubleshooting on an in-warranty MX2000, but resolution path omitted standard diagnostic sequence per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified slow speeds and buffering but failed to ask key diagnostic questions (e.g., wired vs wireless, device count, placement).
T2 Not Met Appropriate tools / resources used conf 91%
Agent used router UI and speed tests but gave incorrect IP (192.168.0.1), missed required modem-direct test, and relied on flawed manual firmware update.
T3 Not Met No misinformation conf 93%
Agent incorrectly claimed MX2000 is tri-band (it's dual-band), gave wrong default password ('123'), and provided invalid URL syntax.
Communication
C1 Not Met Clear & professional language conf 92%
Call had multiple long silences, repeated loops on access steps, and no clear agenda or transitions.
C2 Not Met Confirmed understanding conf 88%
Agent used technical terms like 'reflash firmware' without explanation and failed to confirm understanding when customer struggled.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on call throughout, performed multiple actions, and did not transfer or abandon the case.
O2 Not Met Proactive follow-through conf 89%
Final instruction was vague: 'just observe your connection' — no timeline, follow-up plan, or success metric provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and no clear trigger (e.g., hardware fault, legal risk) warranted one.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 81%
Agent apologized multiple times ('I really do apologize') showing some empathy, though not tied to specific customer frustration.
X2 Not Met Tone & rapport conf 90%
Agent maintained rigid technical pace despite customer confusion, repeated steps, and interface issues.
X3 Not Met Overall experience conf 92%
Customer had to retry access steps repeatedly, navigate multiple URLs, and re-enter credentials due to agent errors.
Call Transcript171 turns · 180 lines
Speaker 2
[silence]
00:00
Speaker 1
Yes, Abby, this is Mary Snyder. I am have, I have Spectrum as my provider, and I've talked to them about this, and from their end, everything's okay. Because their modem is downloading at 1.13 gigabytes. 40 megabytes, I guess, upload. And so they think it might be my router. And I bought my router through Linksys. Okay. Yes then.
03:00
Speaker 2
Thank you for calling LynxSys. This is Ebi. How can I help you? Yes. So you're having issues with your speed and okay um so all of your devices are having issues with the speed man is it uh is it is
03:00
Speaker 1
It was slow. Running slow. And it was buffering a lot. Yes, that's right. Is that the type of router that I have? You're talking about. So yes. Yeah. Yeah. One thing that I will tell you that whenever, whenever I.
04:00
Speaker 2
uh, your internet's slow. it's running slow or are you having intermittent connection or it's buffering a lot. Okay. Yes. So I just checked your record. So this is Mary Snyder and email address is minbie4084@gmail.com. Yeah. And you have an MX2000th. Correct? Yes. Yes. based on our record here, ma'am, so you have a, yeah, MX2000. So right now, your internet works. It's just that the uh connection is slow. So uh,
04:00
Speaker 1
I, I brought it up, the, the settings up. It said that it was 5 gigahertz. And yeah. Yes. He said it was 1.13 gigabytes download and 40 megabytes upload. Okay. Yes. Yes. And they said everything is okay on their end. Hold on one second, okay. uh Alexia, turn on the lamp.
05:00
Speaker 2
Which settings? Oh, that is the, uh, yeah, that's the uh the band. OK, um, so you're connected, you're currently connected to the 5 gigs network right now. So, you said that you've called spectrum, and how much speed do you get from them? So, they ran a speed test from their end? OK, no, sure, sure.
05:00
Speaker 1
Okay. I'm sorry go ahead. Okay. Okay. Okay. Sure. I'm here. I'm here. Okay. Okay. I got it alright.
06:00
Speaker 2
Okay, so are we on your computer? all right? no, we can go to your computer? Alright, so let's open um a browser like Google Chrome.
06:00
Speaker 1
Okay. [silence] This site can't be reached. No non-po and local. Oh, that's it.
07:00
Speaker 2
All right and the type in on the address bar type in http colon slash slash myrouter.local myrouter.local man So again that's http colon slash slash [silence]
07:00
Speaker 1
Yeah, okay. Okay. Okay, what I have here is, next, why am I seeing this? Can I bypass this warning? Okay, click advanced and proceed Google Chrome.
08:00
Speaker 2
My, router, dot, local, my, router, dot, local. Okay, just go to advanced. Or if you see there, continue, just click on continue, and then advanced, and then just go, just click on proceed to HGP. Yes, advanced, and then proceed.
08:00
Speaker 1
Okay. Okay. Keep your Wi-Fi handy, it says. Yes, I do. Okay. Okay. No, it's waiting. I mean, it's still spinning. Okay. Yeah, I do. Forgot her password. I'll put that in.
09:00
Speaker 2
age. Okay. So do you see pictures of phones? All right. Please click on it, ma'am. And it should ask for a router password. Are you getting that right now? Okay. [silence]
09:00
Speaker 1
Okay, I've got it up. It says I've got a network status link, system networking, Wi-Fi setting, okay. Yes. [silence]
10:00
Speaker 2
okay can we open all right can we go to troubleshooting click on troubleshooting all right then under troubleshooting you should see their report it's a suboption yes so okay under report ma'am kindly look for firmware version what is the current firmware version
10:00
Speaker 1
What do I look at? I got status, Diagnostics and logs. Uh-huh, right. So, okay. All right. Okay, I got it. And what do you want me to look for? 1.17.210469
11:00
Speaker 2
Okay, under status, you see there sub options like devices and reports. Then click on reports. Okay, and what's the firmware version? [silence] Okay, so 1.1.72, 1.0.469. It's actually the latest firmware ma'am. So kindly press OK. And can we go to connectivity? Yeah. So, if I want to connect through the app, at the bottom, you'll just click network and you can add. Okay, click on connectivity and under basic tab. Do you see their firmware updates? And did it say that the nodes are up to date? Okay, so. [silence] Yes. You're connected to the 5 Giga Herts network, Ma'am. So this router is actually a tri band. So it should broadcast three networks. Okay. Oh, actually, this is dual band. Sorry. Um yeah, it's dual band, so it will broadcast two networks. So it has uh 2.4 and 5 Giga Herts. So currently right now, you're connected to the 5 Giga Herts network.
11:00
Speaker 1
Yeah, why did why am I connected to why am I connected to 5 gHz not 2.4? That's what I'm trying to learn. But what if my what if my um television a operates on 2.4. How do you get it back to 2.4? I mean, that's just a hypothetical scenario. Okay. Uh huh. All of it. Okay. sound like it uh huh.
13:00
Speaker 2
All right so because you will get better connectivity compared to the 2.4. [silence] yes um here's the difference between the 2.4 and the five so the five gigahertz man is much faster it will give you better speed but it uh it has shorter range okay the 2.4 band is slower but it travels further further and it uh it also penetrates more walls more easily and uh some other wireless devices um won't be seeing that five gigahertz network it's because uh it's not supporting
13:00
Speaker 1
okay, so I was thinking maybe that might be the problem because it's on five. So how do you change it back to 2.4? Okay. Right. Yeah. Okay. Okumuratization. It's just in the list. I guess it's
14:00
Speaker 2
[silence] by that particular device. So, yeah, so most of the devices will see 2.4 only, not the five. Well, right now, we, if you see the 5 gigahertz, ma'am, we would really advising you to connect to five because it will give you faster connectivity. Yes. So right now, um, yeah, kindly press 'okay' from that screen, connectivity screen. And, um, can you go to Prioritization? Is it turned on? Is that turned on right now or it's turned off? Yes.
14:00
Speaker 1
Speaker 1: Hold on. Priority is off.
15:00
Speaker 2
It's off, okay. It's currently off. Alright. Can we click on speed check and then run a speed check now just do some, uh just do a test from that computer. It's a busy, uh I'm sorry. What was it again, ma'am? router.
15:00
Speaker 1
Yeah. You get said it was busy but I clicked it anyway and now it's, now it's downloading or testing the download speed. Yeah. Horan. Can the device that you're using only run on 2.4 and if it goes to five it won't work. This is just for my education. Okay.
16:00
Speaker 2
So if you click on test, it says it's busy. Is it running? Okay. Well, yes, there are cases that the device will see both networks, but it only connects to 2.4. It could be with the security. So...
16:00
Speaker 1
OK. OK. It's got a six 19.2 megabytes download and upload is 39.6 619.2. Yes.
17:00
Speaker 2
maybe that device will only work with that type of security. So, I'm sorry, what was the uh what was the download speed again? Okay, so it's 619.2. Okay. All right. Yeah. So 600 600 Mbps Ma'am, is is actually okay with the with your wireless connection. Um, the the one gig that you have from your internet provider that is for the wired connection. So please, um, uh please be informed that wired and wireless is there's very much difference with with the actual
17:00
Speaker 1
[silence] They're slow too. I can't remember the exact number but they're very slow.
18:00
Speaker 2
speed, because wired is more stable compared to wireless. And aside from that, wireless devices, there are there it may experience interference. Okay, you may also consider the distance. So if you're far from the router, that will also affect the speed of your wireless device. So 619 Mbps, if right now, you're wirelessly connected, I don't think that's really slow, ma'am, for your connection. Have you tried also running speed tests with your other wireless devices?
18:00
Speaker 1
I will. Okay. Yeah. Okay. okay.
19:00
Speaker 2
Well, we can, actually, we can try to update the firmware on this one, if it's really slow, then can we go to this website, please, just open another tab, just leave that smart WiFi tools open, okay, and open another tab, alright, and then on the address bar, or on the Google search, just type in, MX2000, link, and then firmware, yes, just space, link, and then space and MX2000, or you can just type in link MX2000. [silence]
19:00
Speaker 1
check put it in there link scissor Mx2000 one word no spaces okay here it says an AI review okay okay all right yeah yep I got it I did okay okay okay wait a minute
20:00
Speaker 2
Just leave a space in between Linksys and MX2000, man. Yeah, just look for Linksys, MX2000 support, below. Okay, click on it and scroll down. Look for downloads, documents and user guides, okay, and you should be able to see their firmware, which is the 1.4.4 Hey, can you troubleshoot a few things? [ silence] So, yeah, the really simple answer to that is that should be able to just check it for you, man. That MX2000 FTP is 192.1.168.75. Yeah, well, what would you like to do? Well, first, we're going to try to reconnect the MX2000. and if you're going to connect to the link to the MX2000 let me get with you with that on is 192 our 16 next 1.1 in your browser so let me give you a basic sense of where that's you can access admin, OK? And when you go to 168.1, try to do that. And it's going to ask you for a password. [ silence] OK, and so he's...
20:00
Speaker 1
Okay. Go to Downloads, and documents, and user guides, okay. Okay. Uh-huh. Okay. Okay. Okay. It's trying to say that - our tom.
21:00
Speaker 2
Yes. The first one on top is the one. that seven two one zero four six nine. So that's actually the one that you have. But what we're doing right now is we're going to reflash or reload that firmware. Okay? So just click on download. Okay, just let me know if the download is complete. Did you check your other nodes, Ma'am? Because you have three nodes. So did you check if they're all blue right now? Because the pair [silence]
21:00
Speaker 1
Yeah, it is. Well, I'll have to go and check the other ones. One's upstairs. So, hold on. Let me [silence]
22:00
Speaker 2
That node right now is currently blue, right? Hmm, so they're all blue. [silence] All right. So the download is complete. Now, can we go back to the Linksys page?
22:00
Speaker 1
Checking those blue lights.
23:00
Speaker 2
They're all blue? Okay. All right. So they're all online. Okay. So can we uh go back to the computer? And open up the the links to Linksys Smart Wi-Fi or the links to smart tools page again. Yes, I'm here.
23:00
Speaker 1
And you know, I didn't do anything on the firmware. Okay, wait. I think I've gotten lost on the connectivity. Where is it?
24:00
Speaker 2
Okay. So, we're on the Linksys page now. A Kindly go to Connectivity? Go back to Connectivity. Yeah, yeah. Just go to the page first. Go to Connectivity. What page are you in now? What do you see on the screen? [silence] What page are you in now? What do you see on the screen? [silence]
24:00
Speaker 1
Firmware, the version, the latest date, and the latest date, download and release notes, download and release notes. So where do I go now? Yeah, but what's happened, no, it did. Did it didn't stay open. Well, wait, this might be it. Okay. Okay. Tell me again now. Well, right now it took me back to um your connection is not private. Um. Okay. Okay, I'll start there. Yeah, yeah, okay.
25:00
Speaker 2
Oh, okay. I believe you still have that page open. I we we'll leave that open right the smart. Wi-Fi tools, the blue page. Remember that myroure, local page. OK. Yes. Go to connectivity. I just go to advanced and then proceed.
25:00
Speaker 1
Well, it won't it won't open up. I clicked advance and it won't go anywhere. Do I push the reload? I'm done. Um, I'm done. Um, no. Now I went back and then now it says the site can't be reached, so I might have to start over that. My router local, right? Um,
26:00
Speaker 2
Okay. Yes. Try to refresh the page. Yes. My_Router.local.
26:00
Speaker 1
OK. Hmm. Why am I getting a warning when I try to access my router settings in the browser? And then it has the box that says Advanced, but I can't click it. It won't go anywhere. Let me click Advanced and proceed. It's white it out. It won't work. Hmm.
27:00
Speaker 2
It's not loading.
27:00
Speaker 1
[silence] how do I do that? [silence] Oh yeah. Yeah, okay. Yeah, I'm still connected. [silence] Yes. Okay. I've got it open. I've got okay.
28:00
Speaker 2
Can we check if you're still connected to the Linksys, I mean, to your network? Uh click on the wireless icon. Okay, so you're still connected. So can we try to open a new window instead? Okay, and type in again HTTP colon slash slash my router dot local.
28:00
Speaker 1
[silence]
29:00
Speaker 2
okay so are we uh are we logged in or yeah go to advanced um
29:00
Speaker 1
Myrouter.local. Yeah, right. Myrouter.local. Myrouter.local. And now I'm back on the speed test, the blue screen. Okay. Under the firmware update, it says nodes are up to date. It has automatic and then has details. You want to check for updates, right? Okay.
30:00
Speaker 2
Okay, so you have the speed test. All right. Can we go to connectivity? Okay. And then under connectivity, look for firmware update. And check if you have an option there to do it manually. There should be a browse option for you to browse the file. Mm-hmm. Can we uncheck, can we uncheck the the automatic and uh click on details and uh check if you have an option to manually uh update the firmware.
31:00
Speaker 1
okay. up to date, Lexus, up to date, Lexus up to day. okay, it says here under automatic, I've got, I have automatic clicked, check for updates. And it says, oh, I'm running it again. hold on. router up to date. Linksys. 542 up to date. and 519 up to date. everything's up to date.
32:00
Speaker 2
Below, is there a browse option or, is there an option for you to, [silence] so, is there an option?
32:00
Speaker 1
Okay, okay. I checked all I am. Second. Checker updates. Okay. No. No. No, it's. It says firmware firmware update. Then there's a blue a green cell that says nodes are up to date. Automatic is not checked. And it says check for updates. And then it has each one of my nodes. And
33:00
Speaker 2
below. If you uncheck automatic? Uncheck automatic and... No. Um, if... Yeah, once you uncheck automatic, is there an option below to uh like search for a browse for a file for a manual update or? There's nothing in there. No? [silence] All right. Hold on. Uh let me try this. Yeah. Go ahead. [silence] Mhm. [silence]
33:00
Speaker 1
they are all up to date. yes. okay. yes. okay. okay. okay. got it. look like your phone. okay. all right. go ahead.
34:00
Speaker 2
Okay, how about this? Uh, can we open up a new, um, tab? And then on the address bar, type in https colon slashslash 192.168.1.1. And then slash and then FW
34:00
Speaker 1
okay. okay, I got it. okay, it says, okay, this site can't be reached, okay, it's HTTP 192, 4/. yeah, right. right. yeah. 192.168.1.0. yeah, that's what I have. and then SW update.com.
35:00
Speaker 2
So that's f for Frank, w for whiskey, and then update.html, so that's h for Harry, t for Tango, m like Mary, l for Larry, and then press enter. Now, http, yeah. Colon, there should be a colon forward slash forward slash, what's your IP? It should be uh 192.168.1.1.
35:00
Speaker 1
HTML. That's where it says, the site can't be reached. Uh, I'm going to put it in the is that what you're saying? Are you telling me to put that in the address bar? Oh, well that's her. Yeah. Yes, yes, I'm sorry. Yeah, okay.
36:00
Speaker 2
Yes. It says site can't be reached. All right. Let me just check the IP address of that computer, ma'am. Can we go to search? Is there a search option below on your computer? I'm sorry. What was it again, ma'am? No, no. Um, below your computer. I mean right beside the, uh, the start button. Yes. That search. It's okay. I'm sorry. Yeah. Um, under that search menu, there's a button that says run.
36:00
Speaker 1
Okay. Yeah. Okay, the control panel's open. Just a minute. Well, this brought up a page that I've never seen before. Okay. Hold on, I'll get it. Okay.
37:00
Speaker 2
[silence] okay. Networking and sharing center or networking and internet. Do you see those options?
37:00
Speaker 1
Why is it going there though? Overview functions component in history, that's not the one that I want. sorry I uh I did but but it but it uh it brought up a uh a website. So wait, I'll I'll get it just uh Oh, I want site map. control panel system. Okay. Now I got it right. Okay. What do I do? Okay Yeah
38:00
Speaker 2
sigh Do you see Control Panel? Did you go to Control Panel? Oh? Okay. All right, under Control Panel, do you see their network and internet or network and sharing center.
38:00
Speaker 1
[silence] It says yeah, I got it. Okay. Yes. change adapter settings. Okay, I got it. like click okay. Okay. All right.
39:00
Speaker 2
Okay. Okay. Yeah, are we on network and sharing center? What do you see on the screen, ma'am? Network and sharing center, okay. So look for change adapter settings. I just need to verify your IP address. So, go to change adapter settings. Yes. And look for Wi-Fi, just right click on Wi-Fi, and go to status, click on details.
39:00
Speaker 1
Okay. 192.168.1.1 One. 1 One on web. Yeah. 192.168.1.1. Oh, okay. Now of the call it eight. Yeah, on details.
40:00
Speaker 2
Well, what is the IP for? yeah, it's actually 192, 168.1.1 so. something. 192.1681.1.1 is my IP for address. yes. what about the default gateway? did you go to details? [silence]
40:00
Speaker 1
property connection oh IP here's an IPV for address is that what you want okay I may be okay I may give you 192.168.1.166 the default oh okay that's the one I gave the default is 192.168.1.1 Yeah so I'll close it and close this out right [silence]
41:00
Speaker 2
And the default gateway? yes. Yes. That's actually the correct IP. All right, can we go back to Google Chrome? Yes. You may close that out.
41:00
Speaker 1
I've got so many, uh, windows open here. Let me, Okay. All right, I'm back to Google. Okay. Okay. 192.168.1.1, okay. F as in frank, W update. Okay. All right.
42:00
Speaker 2
Okay. And again, I'm on the address bar, Ma'am. Type in HTTPS colon slash slash 192.168.0.1. slash f slash w dash update. Yes, W dash update dot HT.
42:00
Speaker 1
All right. [silence] connection is not private. Oh. okay. got you. [silence] okay. [silence] All right. okay. got it. okay. Okay, I did a hide, I went to advanced then do what? Then proceed. Okay. [silence] Username, so I have to put my username in there. Okay. And the password.
43:00
Speaker 2
Proceed. uh proceed. yeah proceed. okay uh hold on. for the username type in uh admin admin and then the password is [silence] pass and then it's default is one two three.
43:00
Speaker 1
update. Choose sign one back on well yeah, but put that yeah, I yeah, uh-huh.
44:00
Speaker 2
okay so you see there the admin yes but type in the uh admin password first the router password under admin password and the you you would be able to tell um I mean you would be able to to see what's the password because there's a hint below yeah what's what um yeah what's what's your hint by the way you set up the your your new I mean your router password right not the default yeah okay so just type in your router password there and then under choose file ma'am click the file remember we've downloaded a file ma'am where's the file you downloaded from uh and then uh you will see [silence]
44:00
Speaker 1
hold on okay choose the file I did I did that
45:00
Speaker 2
press update Did you see the file there? Yeah. .img, right? Okay. Try it again. Click on update again.
46:00
Speaker 1
Easy thing here. it says in quotation marks result. then okay. now i've got something that is in quotes result colon okay. okay yeah. okay the like enter on my phone. I mean, I enter. Hello. Oh, it's solid blue. You can page and. I. Yes. I'm over here.
47:00
Speaker 2
Yeah, that's all right, um, yeah, it's it's actually, uh, it's actually successfully, um, reflashed right now. So, can we go back to the, to the Linksys Smart Wi-Fi tools page? I'm not sure if the router is rebooting right now, so can you see the lights on the parent node? Is it blinking? [silence] Okay. It's solid blue. All right. Can we go back to the Linksys Smart Wi-Fi page, um, the blue page? Do you still have that? Uh, [silence]
48:00
Speaker 1
But now there is a big box says router not found. You are not connected to your router. No, it just came up at over the blue page. Okay. How do I do that? Oh, okay. Okay, gotcha. Not connected.
49:00
Speaker 2
that under network status. Okay. Can we check if you're still connected to the to your network, ma'am? Because we've just completed the firmware update. So could be that the router is rebooting right now. So go to your wireless icon again at the bottom, right? And see if you're connected to your wireless network. Yeah. Please connect it to... I mean connect back to your network, ma'am.
49:00
Speaker 1
okay, so your devices, first of all is my phone. So it says it's not connected. And let me see, show all devices. Okay. And this is TV Samsung Q60 Series, says router not found. That flash back up again. It said, well, not found. Oh, there it goes. It that left. Um, and it's saying Bluetooth. Router not found. Yes. Well, now it says not connected.
50:00
Speaker 2
Mm
50:00
Speaker 1
So, walk me through it. Okay. Yeah. Well, now it, the set, are you there? Okay. Okay. Sorry. I heard a click. Now it says 502 Frankfurt, connected, secured. Yep. Now it says that, yeah. Uh-huh. Okay, I'm there. [silence]
51:00
Speaker 2
Reconnectlem. Uh, just go to the wireless icon. On your computer. Okay, you see your network, right? Did it say connected or not connected. Yeah, I'm see, I'm here. [silence] [silence] It says connected secured. Okay, then can we go back to the blue page? Or uh. Alright and is the network status shows connected.
51:00
Speaker 1
Let me see. On my screen, I'm just at the admin password at basic. The basic tab. OK. All right. OK. Now what did it do? Yes, it says connected. It's. Sounds like something is in progress, but nothing can be heard without audio. Nothing can be heard without audio. Nothing can be heard without audio.
52:00
Speaker 2
Connected. What do you see on your screen? Oh, okay, maybe you're on connectivity. You may click "okay" from there, ma'am. Yes, so what do you see on their network status? Is the there is it connected? Okay, so we just reslash the firmware, ma'am. Can we go to um speed check again?
52:00
Speaker 1
619.2 downloads and 39.6 upload, oh do you want me to, oh wait a minute let me restart it. Yeah, I am, I'm sorry I meant to do that. There was an error running the speed check, try running it again. Yeah, got the same message, it says speed check is busy right now, try again in a minute. [silence]
53:00
Speaker 2
Dave 22, beeps 24:
53:00
Speaker 1
Okay. Hey. [silence] Okay. Okay. [silence] go. Yeah, it's running. Yeah. It says, download is 45.68 megabytes per second and that's. Upload is 33.73 megabytes per second.
54:00
Speaker 2
Okay, were you able to open the site? Speedtest.net. Okay. It's doing the test now. [silence] Can we uh, go to- can we try a different speed test site?
55:00
Speaker 1
Um, try what? Fast, F-A-S-T. Okay. Your internet speed is 44 megabytes per second. Yeah. Yes, man. I'm sorry.
56:00
Speaker 2
fast, P S C, yes F Y S C dot com. 44 Mbps. Okay. Can we go back to the link, uh, Linksys again, to the Linksys page and run speed check from there?
56:00
Speaker 1
here, it says routers not connected to the Motorola. Oh, it says there was an error running a speed check. Try running it again. That's in red, a red band. And then under the router, uh, it says no, oh, it says no, uh, node connected. I'm sorry. I thought, um, oh, I'm so sorry. I thought it said that not connected. Um, I'll, try it again.
57:00
Speaker 2
Is that the error message you get when you run speed test?
57:00
Speaker 1
There was an error running the speed check. Try running it again. Yeah, true. Okay, totally unplugged on both.
58:00
Speaker 2
Okay, there's an error running the speed check. Okay. All right, can we turn off your modem, ma'am, and the parent node? Let's just- uh, we'll just have to turn it off for a minute, okay? I'll-
58:00
Speaker 1
Okay, they're both off. Did you hear me? They're both off. Okay.
59:00
Speaker 2
Okay, yeah, so we'll leave it off for one minute now. I'll let you know when to plug it back in. All right, ma'am. So can we turn on first your modem? Wait for the lights to stabilize before you plug in the parent node back, okay? So make sure that the the online light on your spectrum box is solid before you turn on the links.
59:00
Speaker 1
[silence]
62:00
Speaker 2
Okay, so is the power, I mean, is the modem light solid now?
62:00
Speaker 1
Okay. My router has a blue light. Yeah. Yes, I mean. Hmm. It doesn't come up. [silence]
63:00
Speaker 2
It's solid blue? Okay. All right, please check first if you are connected to the 5 gigahertz, ma'am. Okay. So click on the wireless icon at the bottom right hand. So please choose the 5 gigahertz network.
63:00
Speaker 1
[KEEP_UNCERTAIN] Now I don't see it. Oh gosh, sorry. The wireless icon doesn't come hasn't come up. It's got of course my web root and phone link and Java update bio tooth device, my scanner. and a printer. Is there another way to find it? Okay. Okay. Okay. Okay. Okay. Okay. [silence] Okay. Okay.
64:00
Speaker 2
I apologize
64:00
Speaker 1
all right, I'm there. okay. then it says, blue, oh, okay, Bluetooth network connections, Wi-Fi is running. I've got connect, disconnect.
65:00
Speaker 2
And under control panel, look for network and internet or network and sharing Center, okay, so under Network and sharing center, click on change. adapter settings. Okay, right-click right, click on Wi-Fi and check if you see their connect option. Can we click that, ma'am?
65:00
Speaker 1
Okay, it says connected, secured. Uh-oh. No, it's okay, boy, it just said it's still running. It doesn't say let's see. I went to Wi-Fi. Let me go back there again. Hmm. Uh, just walk me through that now again, I'm sorry.
66:00
Speaker 2
Okay. So it says connected. All right. So R are you connected to the 5-gigahertz or which network? Yeah. It's okay.
66:00
Speaker 1
Okay, uh, well, yeah, it says, it's not connecting. Connect disconnect. Yeah, it says Wi-Fi is not connected. I got a connect disconnect, okay? Wi-Fi 502 Frankfurt secured. Connect automatically. But it doesn't. No, I don't. Matter of fact, um, connect, wait, let's see, let me see, maybe that's what it is.
67:00
Speaker 2
you are connected to the 5 gigahertz when you right click it and uh you go to status so [silence] it says not yes connect disconnect yeah just make sure you're connected to the 5 gigahertz are you able to see two networks
67:00
Speaker 1
connected, secured. Wait, maybe it's this light here. Here. I clicked on the Wi-Fi, right click, you said, right? And then status. Status. internet. Yes. Oh, okay. Yeah. Okay.
68:00
Speaker 2
yes. Right click and [silence] What did it say under status? What's the IV4 connectivity? internet. And if you go to details ma'am. you have an IPv4 address right? [ silence ] [ silence ] [ silence ] [ silence ] [ silence ]
68:00
Speaker 1
yeah, yeah. [silence] yeah, it didn't go anywhere. Oh, it's it's spinning now. [silence] It's not coming up.
69:00
Speaker 2
Okay. Can we open up a browser again and go back to my router dot local? Let's go back to that page. My router. Dot local.
69:00
Speaker 1
Let me see. My rather the local, okay.
70:00
Speaker 2
For 192.168.1.1, just that.
71:00
Speaker 1
Let me make sure I didn't have a typo in here. Tell me again. Okay. [silence]
72:00
Speaker 2
Okay, that is the http colon slash slash 192 168 1 1.
72:00
Speaker 1
Is it not doing anything? Hold on. Yep HTTP. Yeah. I left off. No. Okay Thanks. Yeah, thanks. 19216811
73:00
Speaker 2
What is it doing? No, uh. Just HTTP, let's, just try the HTTP without the, uh,
73:00
Speaker 1
I can't it just keeps spinning. Yeah. Yeah. I i let me try it. I got. Google comes up. I'll try y'all viewed. No y'all view didn't. Nope. I must not be online. Right.
74:00
Speaker 2
It just keeps spinning. But are you online right now? When you open up a website, can you, what's the LED indicator on your router? Is it solid blue?
74:00
Speaker 1
Oh, it's red now solid red. Perfect. Okay. You let me know with the turn a pack on.
75:00
Speaker 2
Is it solid red or blinking? [silence] Can we turn off? [silence] Right now, the modem is solid. Uh the the online light is solid, right? [silence] Can we turn off the modem again ma'am and turn off the link to? [silence] One more time. [silence] Yes, ma'am. [silence] Um, I really do apologize for this, this uh silence.
75:00
Speaker 1
Yep. Okay. Just as long as I get a fix. Okay.
76:00
Speaker 2
This is taking so long, you know, there are some devices there not communicating yet. After the reflash, it should act, should connect to her right away. What's the brand of your modem, ma'am? Does it say anything on the box? [silence] just spectrum okay alright can we turn on your modem again and uh yeahYes plug it back in And make sure that uh you all have blue lights solid blue lights and on the uh I mean on solid light on the spectrum, and make sure that the online light is solid as well.
76:00
Speaker 1
Okay, online. Both of them are tall and blue now. Okay. It's blue.
79:00
Speaker 2
Okay, so can we turn on the parent node? Okay, that may take some time to uh stabilize, ma'am, the parent node. So we'll just wait. [silence]
79:00
Speaker 1
Now it's won't excuse us. Now it's blinking blue. Yes.
80:00
Speaker 2
Wait for like two to three minutes before the light gets stable
80:00
Speaker 1
Actually just heard somebody like oh, it just turned solid. Blue yes okay, and how do I do this oh, okay okay Connected and secured. Yes okay, um, let me do, let me see what you see.
81:00
Speaker 2
uh blinking what color ma'am Okay it's solid blue now can we go back to your computer check first if you're connected to the wireless network and try to open any website at the bottom right hand corner of your screen look for the wireless icon and check if it's connected and secured Okay try to go online first [silence]
81:00
Speaker 1
Okay. I'm online. I just tested it. and the two phones have have come up [silence] you know I'm online I just tested it and the two phones have have come up you
82:00
Speaker 2
Okay. Can we go back to Myrouter.local. All right. Click on the two phones.
82:00
Speaker 1
It's it's spinning. Okay. Now Ok. Okay. I'm on the section links for smart Wi Fi. M um. OK, OK. OK. Mm hmm. Yeah. Yeah. Mm hmm. Yeah. I'm OK. okay. It's
83:00
Speaker 2
Okay. Are you able to log in? mm-hmm. Are we able to log in now? Okay. Can we click on CA? Down at the bottom, there is a CA option beside the privacy policy. Just click on CA. Okay. Now, click on Wi-Fi settings.
83:00
Speaker 1
Okay. What do you - it's up now. No. No. No. All the same. Right now, it's the 2.4 gigahertz band. 502 Frankfort. And the five is five - yeah, there's a five and that same name, 502. Yes, ma'am.
84:00
Speaker 2
Okay, now, did you set up a different name for each bands, ma'am? For the 2.4, for the 5 gigahertz, and for the 6 gigahertz, do they have different names, or they're all the same? Okay, What's the Wi-Fi name there? And, so they have the same name? Okay, ma'am, Can we set up a different name for 2.4 and a 5 gigahertz? Okay, 'cause this might be.
84:00
Speaker 1
Okay, true. Okay, so I can just take the Wi-Fi name there and put in, like you said, 2.4 gigahertz. or it. Okay. You have to change the passwords. Okay.
85:00
Speaker 2
the reason why you're having issues. So, yeah, kindly change the name for the two point four, you can, you can actually just keep the 5 GHz name, so just change the 2.4 to something else. You can put 2.4 there under under 2.4 name. So, in this case, we would be able to tell which if if you're connected to the 2.4 or the 5 GHz network. Yes, yeah, ma'am. Well, you can set up the same Wi-Fi password for both bands for each band. That's fine. Yep. It's.
85:00
Speaker 1
Okay. Yeah. You're updating your Wi-Fi settings. The name. Okay. Yes. And how do we do that? Hmm. You don't want. There is a globe there. And it says no internet access. Is that? Uh-huh. Yes. Now I see my if one says my phone, um, my Ultra S 23, um, and the another one says available. And then when I hit available, then it says 2.4 GHz. [silence]
86:00
Speaker 2
Yes, do you see there the 5 gigahertz network? Yes, can we click on the globe thing? And see if it view available if it views the available network. Okay. Do you see the 5 gigahertz network? Does it show up or just the 2.4? Do you see two networks? Are you see the 5 gigahertz network?
87:00
Speaker 1
No. Yes. Okay. Okay. Okay. Okay. Okay.
88:00
Speaker 2
Okay, so it only shows the 2.4. Okay. Yeah, so it seems that this laptop ma'am can only connect to the 2.4, okay? So remember, the 2.4 network will give you slower connection, okay? Compared to five. So kindly click select 2.4 and connect to that. It's going to ask for the password. So just type in the password, the Wi-Fi password.
88:00
Speaker 1
Since next. Yes, I have. Okay. Can't connect to this network. Yes. No.
89:00
Speaker 2
Okay.
89:00
Speaker 1
And now something has come up that says router not found, you're not connected to your router. Okay, so it's over the information that you want and I can't get it off. I can't see the blue page. Well, I can't see the Wi-Fi settings because this router not found. Oh, sorry. Is that the globe?
90:00
Speaker 2
Ah, yeah. Yes. because uh. because uh remember we changed the network settings ma'am so we need to connect to the new network. Now um, if you go to the Wi-Fi settings, if you, uh, no, no, no, no. Can we go to the wireless icon at the bottom right hand? Yes, the globe then. Yes because uh. because uh remember we changed the network settings ma'am so we need to connect to the new network. Now um, if you go to the Wi-Fi settings, if you, uh, no, no, no. Can we go to the wireless icon at the bottom right hand?
90:00
Speaker 1
Okay, yeah, okay. I'm there. enter the password again. Yes, it is connected, secured 2.4. Okay.
91:00
Speaker 2
Okay, try to click on your network again. Yes. Enter the password again now. Okay, it's now connected, secured. Okay, very good. Now, what we're going to do with the laptop is we will run speed test. So with laptop, ma'am, we really can not expect a higher speed for that, uh, because this will only detect 2.4, not the 5 GHz. So, um, yeah, let's just open another page and go to speed test.
91:00
Speaker 1
[silence] Yeah. Download is 65.61 and upload is 30.72.
92:00
Speaker 2
test.net and run a speed test. We will also run speed tests with the other wireless devices and we'll see the difference. If the other devices can see the 5 gigahertz that would be better. Okay.
92:00
Speaker 1
I've got this well, I'm talking on my wireless phone now. On my phone. And go to connections, did you say? Silence.
93:00
Speaker 2
Download 65. six one. Download 65. Okay, so now, do you have any other wire like, uh, maybe a phone, ma'am, wireless device and check if you see the 5 gigahertz network. We'll compare the two, okay? So, do you have another wireless device like your phone? Okay, can we go to settings and go to Wi-Fi? Yes. Okay, can we go to settings, Wi-Fi for phone? Under Wi-Fi do you see your network? Bye.
93:00
Speaker 1
No, I don't. No, I've got it on I'm under settings. So what do I go from there? Okay. Wallpaper. No, it's not there. Maybe it's under connections. Now I go to connect. Yeah, okay, that's worth it. 502 Frankford. Wi-Fi. Connected, yeah. I don't see the five yet.
94:00
Speaker 2
3 own networks and they're settings look for where four You don't see where four under settings? Try connections. Okay, so you see the 5 gigahertz and do you see the 2.4 as well?
94:00
Speaker 1
Okay. No, I just see the 2.4. No. And it says that in there. It says it's a 20, 20, 20. 3. It is, yeah. It's um 3 here. Let's see. Let me know. I'm sorry. I just see 2.4. It says add a network. Yeah, it's connected.
95:00
Speaker 2
So just the 2.4, you don't see the 5. Okay. Uh, is that an old phone ma'am? Usually with new phones, you should be able to detect the 5 GHz as well. It's an Android, right? So you don't see the original network just the new network that you set up. Okay. Uh no, uh just try to connect to the 2.4. Oh, is it already connected?
95:00
Speaker 1
I don't have. No.
96:00
Speaker 2
[KEEP_UNCERTAIN] okay can we run a speed test? Do you have a speed app on that phone? Oh, okay. all right. so aside from that phone, do you have other wireless devices, ma'am? because we need to make sure they're all connected. okay, here's the thing, we just performed a reflash on the firmware of your device. We've also made some changes on the wireless settings, ma'am. We've separated the networks, okay? the reason why we need to separate that, because some of your wireless devices won't be able to connect to the 5 GHz so that's why we're separating the networks right now. And, uh, yeah, we're going to we're going to do next to observe, okay, the connection, okay if you're still having slow internet speedoh, we just done um um and we've
96:00
Speaker 1
Okay, let me ask this. Before, it was supposed to go from the 2.4 to the five, as needed by the device, is that still. Well, the router, since it has two, a 2.4 and a five, I thought I was supposed to switch one. Pardon me. I'm sorry.
97:00
Speaker 2
adjust the settings on your linksys router and even the uh the firmware is is reflashed it's the updated version so that should the the update the reflash firmware should should help with your connection especially if you said that. I'll come again ma'am sorry what was the question? yes because this is dual band uh-huh. this is a dual band router so it should uh broadcast two networks. at the same time. But not all devices would be able to detect the 5 gigahertz. Okay. Only those yeah, if not all devices support the 5 gigahertz that way. Only those newer version or newer model of devices, wireless devices. So, for now, ma'am, yeah, just please observe your connection, okay? Just check if ya cuz you mentioned before that you were having trouble with the connection, it lags and sometimes it's slow. So, yeah, just observe the connection for the meantime. All right? Okay, well I really do appreciate your patience, ma'am. I apologize if this took so long, but, uh, thank you so much for for being cooperative, miss Mary.
97:00
Speaker 1
Thank you. Thank you. Bye bye. Bye.
99:00
Speaker 2
So, thank you, and yeah, you can always give us a call back if there's any concern. This is from link. Thanks for calling and have a great Knight. Then take care. Yeah. Thank you. Bye bye.
99:00